Disney plus not loading

[nathanfw77]

Since Disney plus updated app unable to use app on wifi only when switch to 4g on mobile. 

[newapollo]

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@nathanfw77 wrote:

Since Disney plus updated app unable to use app on wifi only when switch to 4g on mobile. 

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Have you tried using a different device to access Disney+?

Which device are you accessing the app on?  VM Stream box? VM TV360 box? An android mobile/tablet, an ios mobile/tablet?

[nathanfw77]

Problem is on all devices connected to home virgin wifi.  Samsung tv, Amazon fire stick both iPhone and Samsung galaxy phone 

[Carley_S]

Hi @nathanfw77 

Welcome to the community forums.

Sorry to hear you're having issues accessing Disney + on your devices. 

Please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. Try uninstalling and re-installing Disney + to see if this helps at all and keep us posted. 

[IANold]

Hi, did you get this problem solved? I've spent hours on the phone to Disney and Virgin and no one seems to be able to help (or understand the problem).

[Nathan_B]

Hi there @IANold 👋 Welcome to our forum and thanks for your post 😊

Sorry to see you're also having issues with Disney+ loading. We can certainly understand the frustration with this not being resolved.

Just to confirm, have you been able to follow the pin hole reset advice? If not, please do this to see if this helps.

We'll be happy to help further if you need more help.

Regards

Nathan

[IANold]

A virgin tech came around and tried everything, ended up replacing the router, now it works great. Just a reminder that you need real people to sort the problem.